Senior Usage Billing Specialist

The Senior Usage Billing Specialist generates and enters order information, supporting quote to billing processes and enhancing customer experience through timely service delivery. This role involves managing the order and control process for a designated client base, ensuring accuracy, and providing expertise to achieve customer satisfaction while meeting company goals. Responsibilities include full billing lifecycle ownership, audit handling, and client relationship management.

Must Have

• Implement and manage the entire billing process.
• Provide ongoing usage order management support.
• Handle audit requirements and SOX compliance.
• Own the full billing life cycle (order to cancellation).
• Ensure appropriate technical and commercial approvals.
• Provide research and support for billing disputes.
• Maintain accurate client billing and contact records.
• Reconcile out-of-date billing variance.
• Provide timely support for Data and Compliance issues.
• Assist in annual renewals processing.
• Resolve external and internal queries related to billing.
• 3 years of relevant work experience.
• Graduate/post-graduate in Commerce or Accounting.
• Prior billing experience is essential.
• Good data interpretation skills.
• Solid understanding of computer systems.
• Excellent written and verbal communication skills.
• Ability to prioritize and pay attention to details.
• Deadline-oriented and ability to multi-task.
• Ability to work independently on multiple activities.

Good to Have

• Knowledge of SAP
• Knowledge of Salesforce
• Knowledge of Siebel

Perks & Benefits

• Healthcare
• Retirement planning
• Paid volunteering days
• Wellbeing initiatives

The Senior Usage Billing Specialist generates and enters order information into relevant systems, supporting the quote to billing processes. They also consistently enhance customer experience through improving timeliness in service delivery by achieving the guaranteed average turnaround time, based on agreed product/process, and reducing the resolution time with agreed quality for sophisticated requests and specialty accounts (may include implementation of Service Level Agreement). The successful candidate is responsible for the order and control process for a designated group of customers or a designated geographical area; meeting requirements in an accurate and timely manner, providing expertise to customers in all related matters, thereby delivering customer satisfaction whilst ensuring that the company's goals and objectives are met.

Responsibilities:

• Responsible for the implementation of the entire billing process and for providing ongoing usage order management support for sales and clients.
• Handle Audit requirements.
• Aligned to a designated client base and establishing relationships with internal and external customers, playing a key role in improving service results.
• Confirms all client positions are accurate for financial reporting and is accountable for adhering to SOX compliance controls and third-party guidelines.
• Own the entire billing life cycle, including order preparation, order monitoring, and billing/credits/cancellations for new and renewal orders.
• Obtain information required to process orders (user data, product reference details, installation details, exchange requests, billing dates, sales codes, billing account contacts).
• Ensure appropriate technical and commercial approvals are in place.
• Provide research and support for billing disputes, ensuring issues are resolved according to departmental guidelines (which may include Service Level Agreements).
• Ensure any off-line pricing calculators and/or product-specific checklists are completed.
• Lead the communication requirements and general client needs, making sure to provide timeframes and set client expectations accordingly.
• Handle pending book calls with internal partners, raising all delays where interaction is required.
• Make sure forecasted install and billing effective dates are accurately uploaded into local database/back-office order tracking system. Implement release of billing for all services and charges.
• Maintain accurate client site billing & location details, and contact/user records on internal systems.
• Reconcile out of date billing variance.
• Provide timely support and resolution regarding Data and Compliance issues.
• Establish key client and sales relationships to facilitate improved administration and customer satisfaction.
• Assist in annual renewals processing, including analysing pricing, reviewing amendments and invoicing.
• Handle and resolve external & internal queries relating to usage reports, billing, client account information/ permissions, and compliance issues.
• Lead ad hoc initiatives with relevant groups, ensuring customer requests are successfully driven.
• Provide help and mentorship to new recruits and members of billing group.
• Supervise daily dashboards/reports and participate in group discussions re: system enhancements, general policy/procedure maintenance, renewal processing, etc.
• Spot trends and make recommendations for enhancing systems and procedures.
• As vital and agreed, act as a deputy in the absence of the Team Leader/ Manager

Qualifications:

• 3 years of relevant work experience
• Graduate/post-graduate in related fields such as Commerce or Accounting
• Candidates should have prior billing experience.
• Good data interpretation skills
• Good solid understanding of computer systems; knowledge on SAP, Salesforce and Siebel is an advantage.
• Has phenomenal focus for accuracy, completeness, and improvement for assigned tasks which leads to providing an excellent customer experience.
• Ability to prioritize and has attention to details.
• High interest in learning and champions effective collaboration
• Deadline-oriented and ability to multi-task
• Should possess excellent written and verbal communication skills.
• Ability to work independently on multiple activities, showing appropriate level of prioritization and blocking issue.